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information for businesses covered by the ombudsman service

This section answers a number of frequently-asked questions (FAQs) about:

before we get involved

complaints-handling rules

where are the complaints-handling rules published?

The complaints-handling rules are published as part of the Financial Conduct Authority's Handbook - in the section called Dispute resolution: complaints.

These rules - sometimes referred to as the "DISP" rules - set out the procedures and requirements that businesses must follow when handling complaints from consumers.

The rules include requirements on:

  • acknowledging and responding to complaints
  • the time limits for dealing with complaints and
  • record-keeping and reporting.

The rules also set out the jurisdiction and procedures for the Financial Ombudsman Service.